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Customer Service

How do I ...

Ask a Billing Question/Report a Billing Problem

To ask a billing question or report a billing problem, please call (704) 638-5300 Monday through Friday from 9:00 am to 5:00 pm. You can also make your request in person at the Salisbury Customer Service Center at 1415 S. Martin Luther King Jr. Ave. Salisbury, NC 28144.

Set Up or Change Water/Sewer Service

To set up your water/sewer service or to change your existing water/sewer service, please bring the following documents to the Customer Service Center. You can also call (704) 638-5300 Monday through Friday from 9:00 am to 5:00 pm. You can also make your request in person at the Salisbury Customer Service Center at 1415 S. Martin Luther King Jr. Ave. Salisbury, NC 28144.

If you own your property, bring the following documentation:

Proof of ownership of property

Government ID

Social Security Number

If you are renting property, bring the following documentation:

Copy of current rental agreement/lease

Government ID

Social Security Number

$150.00 deposit

Report a Water Main Break?

A water main is an underground pipe that delivers water to the customer's service pipe. In residential areas it usually runs under the street. If a hole or crack develops in the pipe, the water will typically find its way to the surface. Because the water main is under pressure, water will continue to flow until the break is repaired.

This qualifies as a water/sewer emergency. To report a water/sewer emergency, please call (704) 638-5390 during the hours of 7:30 am to 4:00 pm, Monday through Friday. During after hours, weekends or holidays, please call (704) 638-5339.

Report a Leak Between My Water Meter and the Street?

The City of Salisbury is responsible for maintaining the water line from the main (street) to your water meter. You are responsible for repairs to any part of the water system from the meter toward your home or business. If you find a leak, please repair it as quickly as possible to minimize water loss. Possible signs of an underground leak are green patchy areas, moist areas or saturated areas on the ground.

This qualifies as a water/sewer emergency. To report a water/sewer emergency, please call (704) 638-5390 during the hours of 7:30 am to 4:00 pm, Monday through Friday. During after hours, weekends or holidays, please call (704) 638-5339.

Report an Overflowing Manhole?

An overflowing manhole is a manhole (usually found in the street) that fills and allows raw wastewater to flow out onto the street or ground.

This qualifies as a water/sewer emergency. To report a water/sewer emergency, please call (704) 638-5390 during the hours of 7:30 am to 4:00 pm, Monday through Friday. During after hours, weekends or holidays, please call (704) 638-5339.

Properly Dispose of Fat, Oil, Grease, and Wax?

Over time, fats, oils, grease and wax (known by the acronym FOG) leads to blockages that result in overflows into our homes or onto our streets, down storm drains, and into local waterways, all posing a serious risk to public health.

Keeping our drains FOG free is as easy as 1-2-3!

1. Can the Grease

Pour used cooking grease into an empty, heat safe container, such as a soup can, and store it in the freezer. Once solidified, toss the can into the garbage.

2. Scrape Your Plate

Wipe all pots, pans, dishes, and cooking utensils with a paper towel prior to washing to absorb the grease.

3. Catch the Scraps

Eliminate using the garbage disposal. Catch food scraps in your sink with a basket or strainer and toss them into the trash or compost bin.

Remember...large quantities of household fats, oils or grease accumulated from cooking, frying, and general food preparation can be recycled. Residentially-generated fryer oil is collected through the local Household Hazardous Waste or Household Chemical Collection program. Simply return it to the original container and drop it off at your local recycling/household hazardous waste center.

Reduce the Smell/Taste of Chlorine?

Chlorine is used to disinfect drinking water at our treatment plant and guards against bacteria, viruses and parasites. Typically, chlorine levels throughout our system should not produce a heavy chlorine smell; however, sensitivity to the odor of chlorine varies among consumers. If you are sensitive to the smell or taste of chlorine there are some simple tips to reduce this:

Fill a pitcher of water and set it aside for several hours while the chlorine dissipates. It's recommended this be in a clean, covered container made for drinking water and placed in the refrigerator. Also, transferring water rapidly between two pitchers can accelerate chlorine dissipation.

If you use a water treatment device or filter to alter the taste or condition of your water, these should be used, cleaned and changed according to the manufacturer's instructions or they may contribute to other problems.

If your tap water has a smell or taste other than chlorine, you or a licensed plumber should inspect your home to ensure proper water quality.

Fix Cloudy or Milk Colored Water?

If your water looks cloudy or milky, this is typically due to tiny air bubbles; and these should rise to the top of the water and exit into the air within a few seconds. This is harmless and usually happens when it is very cold outside because the water solubility of air in water increases as water temperature decreases.

Plus, the water in the pipes is pressurized to help deliver it to your home; this pressurized water holds more air than water. Once it exits your tap, it is no longer under pressure and the air comes out in the form of bubbles (similar to a carbonated soft drink). The solution is to fill a pitcher of water and set it aside until the bubbles dissipate. It's recommended this be in a clean, covered container made for drinking water and placed in the refrigerator.

If your tap water has a different color or appearance than mentioned previously, you or a licensed plumber should inspect your home to ensure proper water quality.

Safely Store Water for Emergency Preparedness?

If you store tap water, it is important to use proper, clean covered containers that are designed for drinking water that are BPA free or made of glass. Do not reuse bottles from bottled-water companies (#1 PETE bottles) as these can leach carcinogens and many already contain bacteria or chemical contaminants.

Stored tap water should also be kept in the refrigerator. Only use water from the cold tap for drinking and preparing food.

Many emergency preparedness agencies recommend keeping stored water on hand in the event of an emergency. At the very minimum, citizens should keep a 3 day supply of water (at least one gallon of water, per person, per day).